Director of Operations

1 week ago

Singapore Expedia Partner Solutions Full time

Director of Operations

Who are Retail Partnerships?


Retail Partnerships is a flourishing business, within the Expedia for Business (E4B) organization, and has high growth potential to expand and accelerate its revenue production.


As a business, we are uniquely positioned at the intersection of B2B and B2C marketing, with a growing portfolio of products that support thousands of affiliate partners, businesses, and people, to become successful travel entrepreneurs.


Our business' purpose is '_to profitably extend the reach of Expedia Group's (EG) brands and engage with travellers where they choose to discover and book travel, by enabling businesses and people to monetize their audiences through branded travel products'.

_

Who are the Partnership Enablement Team?
The Partnership Enablement Team (PET) is an essential business partner for the Retail Partnerships organization and thrives on cross functional collaboration and making impactful contributions

We provide three critical services to the business: 1) Operations, 2) Affiliate Networks, and 3) Growth, Lifecycle & Retention.

These functions work harmoniously to deliver commercial and operational excellence to our customers (internally and externally) and across every aspect of our business.


The Operations team efficiently and effectively manage thousands of cases a month and support a vast array of partners to be successful through the EG affiliate program.

They achieve this by adopting a break/fix service model, to guarantee that they are responsive to any raised issue, but also ensure they have the means to pre-emptively identify and resolve incidents and risks for the business.


What you'll do:


As a Director of Operations, you will have full ownership of leading and building a high-performing team that is steeped in a desire to drive continuous improvement across the Retail Partnership business.


It will be your responsibility to communicate a vision for our global operations strategy, set goals, targets, and provide business reporting and insight - both horizontally and vertically - across a matrix organization.


In addition, you will:

  • Own endtoend workforce management for Operations, including forecasting, capacity planning, and scheduling
  • Set expectations for operational performance and partner experience including defining Key Performance Indicators (KPIs) and Objective and Key Results (OKRs)
  • Enhance visibility and understanding of operational case management and efficiency by proposing, developing, and maintaining dashboards and insightful reports across your teams
  • Act as a key influencer for stakeholder groups to ensure your team are fully supported to achieve their operational tasks, and that the team's needs and challenges are considered in development of any future changes
  • Lead highly transparent and effective partnerships with colleagues and stakeholders to influence prioritization and establish clear escalation routes for issues and resolutions
  • Assess and manage potential business continuity issues and risks, whilst ensuring the necessary policies and processes are up to date and actionable
  • Continually assess new processes, products, services, and systems, to ensure the basics work without remark and they enable the Retail Partnership business to operate with seemingly mínimal fuss.

Who you are:

  • An experienced leader with a Batchelor's or Master's degree in a related field; or equivalent related professional experience
  • A leader with extensive experience managing global operations teams for a largescale enterprise business (preferably in the travel and/or technology space)
  • Excellent understanding of operational structures, processes, and functions that are essential to managing a global operations team
  • Strong desire to coach, lead and grow a team, a compassionate leader but understands how to hold a high standard, drive accountability and performance
  • Exposure to one or more industry leading platforms such as SAP, Salesforce, Oracle, Zendesk, or ServiceNow
  • Resultsoriented and comfortable motivating teams to achieve ambitious targets and goals
  • Selfmotivated, selfaware, and able to drive collaborative success
  • Teammate thrives in a climate of inclusion and implements expansive strategies to bring a diverse set of perspectives to the team and colleagues

About Expedia Group
2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.

CST:
Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce.

All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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